A1 Flooring? I think not. More like “Nightmare on Elm Street” Flooring. This instalment [?] has been going on since the 1st of October and we are now into the second half of November [“Friday the 13th” Flooring anyone]. We are very tired of living with all most of the living room/dining room furniture crammed into the bedrooms so as to not inconvenience to installers, even though we were charged extra for furniture moving.
This particular job was for a large “L” shaped living/dining area and a long hallway leading to the bathroom, approximately 400 square feet, The laminate boards were 5+ inches wide. The contract was signed September 11
October 1, Installer #1 showed up and was left to do his work. He chose to start at the end of the hall at the bathroom and work towards the living area. Boards were placed across the hall which left many crude ‘end of board” cuts along the closet doors. These were not siliconed, and the closets were not done.
Continuing along the hall, Installer #1 ignored the height difference between the original hall flooring [linoleum] and living area [parquet]. This left a laminate board rocking back and forth like a teeter-totter. It also meant the first board along the long arm of the living area wall was a partial board, about half the width of a normal board. Work continued across the room and ended with another part board [half board] on the other wall. Since part of the appeal of this laminate was the wide boards, I felt that 23 full boards and 2 half boards [24 full boards?] was unacceptable.
Remember the first partial board in the living area? For some strange reason it measured 2 7/8 inches at one end of the room and 1 5/8 inches at the other end [?].
Installer #1 was unable to complete the job because there was not enough laminate [estimator error?]. It would be ordered and supplied at no additional cost
Early the next week brought an email from Install Manager, to say the flooring had arrived and they could come and complete the job. Complaints to him plus Original Estimator earned us a visit from Sales and Service Consultant. He told us that he would not worry about the partial boards situation, it could have been worse. It might have ended up with a tiny sliver of a board and we should be content with the half board. We spent upwards of half an hour exploring solutions to the “teeter-totter board” situation. I firmly believed the “teeter-totter board” board situation AND the “partial boards” situation would be dealt with by the next Installer.
“Installer #2” arrived and said he had discussed our situation with Sales and Service Consultant. He couldn’t proceed as he needed more underlay [oops], but quickly returned with it and we left him to proceed.
We returned to find the solution to the “teeter-totter board” was to cut it in half - no more rocking. A custom transition would be made and installed later. The original “partial board” was ignored. And a partial board [of Sales and Service Consultant’s worst possible scenario] was left along the final wall. This board measured 1 1/8” at one end and 2 1/8” at the other, to compensate for the uneven first partial board. Closets were not completed, board ends in the hall siliconed or baseboard installed.
Our complaints finally reached the ears of the Director of Sales and Marketing. Her email said they were dedicated to making us a satisfied customer and she would be sending out the Estimator Consultant to review the work. BUT first, we would need to pay the balance owing before they could proceed.
Estimator Consultant patiently listened to my complaints reviewed the work done and spent some time actually measuring the room. He left saying he would write up his report and we would know soon what was to happen.
The last week of October earned us a phone call from “Sales and Service Consultant”, who said they would be coming this week to complete the job. This was followed by an October 27 email saying “we will be there for sure next Monday” pending no shipping issues.
Today is Monday November 16 and we have had no communication of any sort and no-one has shown up to do any work despite Work Order CG501880 dated October 26.
- Approximate cost of services:
- Company Response
A-1 Flooring was contracted to install laminate flooring in our Clients condo. The flooring was installed on September 30th. The Client expressed dissatisfaction with the installation, citing a board placement that was not aesthetically pleasing and a height difference between an existing and the new floor. Prior to this review, our Service Manager performed an onsite inspection and communicated to the Client that he could order a transition molding to address the height difference, and additional laminate to address his other concerns, at no charge. We fully guarantee our work. The client has been notified that we are in receipt of the required materials and the work is scheduled for Tues. Nov 24 and Wed. Nov 25. The Client agreed to this. The client has a balance owing on his account, which we have reduced for his inconvenience caused by the delay. We are surprised by the premature nature of this complaint, as we are and have always been in communication with the client and fully committed to ensuring his satisfaction. A-1 Flooring Canada has been in the flooring business since 1973 and all of our work is fully guaranteed.